Location: Medellin (Hybrid) About the role We're hiring a Customer Success Manager based in Medellín to support our North America customers. You will be the primary post-sale contact for a portfolio of clients, working closely with Sales and Campaign Delivery teams to ensure smooth campaign onboarding, execution, and a strong customer experience. Your focus will be proactive account management, driving adoption of our services, resolving delivery issues, and ensuring timely renewals. This is a high-impact role in an international, fast-growing team where you will influence product and process improvements while owning customer outcomes. What you'll do Serve as primary customer contact for a portfolio of North America clients, building trusted relationships across stakeholder groups Coordinate closely with Sales during handover to ensure accurate expectations and smooth onboarding Partner with Campaign Delivery teams to plan, schedule, and execute campaigns, monitoring milestones and removing blockers Manage campaign lifecycle activities including kickoff, QA, performance tracking, and post-campaign reviews Proactively identify risks to delivery or adoption and lead cross-functional remediation to protect customer outcomes Drive product and process feedback from customers to internal teams to improve service quality and scalability Own renewal conversations and activities, build renewal plans, demonstrate value, and work with Sales on contract discussions when needed Measure and report on account health, campaign performance, and churn risk; use data to prioritise actions and communicate status to stakeholders What we're looking for Experience in customer success, account management, or client services (B2B SaaS experience is a plus) Proven ability to manage cross-functional delivery and collaborate with Sales and operations teams Strong customer-facing communication skills and ability to engage senior stakeholders Comfort with campaign operations, basic performance analytics, and interpreting campaign metrics Results-driven mindset with experience owning renewal outcomes or retention targets Fluent in English (required) and Spanish (advantageous); located in Medellín Nice to have Experience with CRM or customer success platforms (e.g., HubSpot) Familiarity with adtech, demand generation campaigns, or email outreach platforms Analytical skills and comfort working with spreadsheets Experience working with remote and international teams Who you'll work with You'll partner day-to-day with Sales, Campaign Delivery, and Product teams. You will report to the Head of Customer Success and play a key role in shaping customer processes and retention strategy across our North America accounts. Why join us We're a fast-growing company serving B2B clients across North America. You'll be joining a collaborative, remote-friendly team that values ownership, clear communication, and measurable impact. This role offers scope to grow into senior customer success or account leadership as we scale. What you'll get Base salary competitive for Medellín market plus performance-based incentives tied to renewals and retention Flexible working hours and remote-first culture with a Medellín-based preference Annual team events and regular cross-functional collaboration opportunities Learning and development budget and clear career progression Company equipment and benefits aligned with local regulations Paid time off and a supportive work-life balance
Customer Success Manager • Antioquia, Colombia
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